Digital Systems International Inc. has completed testing software designed to help banks and other companies increase the productivity of telephone-based customer service and collection operations.

Based in Redmond, Wash., Digital Systems large-scale telecommunications system Mosaix enables large "inbound" call centers to better utilize idle agent time while enhancing customer service. Inbound refers to incoming calls from customers or prospects, while "outbound" represents outgoing calls by employees.

According to Michael L. Darland, president and chief executive of Digital Systems, Mosaix assists bank collection or customer service departments equipped with computerized telephone switches apply Digital Systems' outbound call processing management technology to the inbound function.

Activities Can Be Prioritized

A feature called Integrated Intelligent Call Blending enables users to prioritize activity among customer service agents and provides for a seamless transition between those handling inbound calls and those working on other activities, like telemarketing.

Executives at AT&T Universal Card Services, for example, use Mosaix to better manage their staffing resources as well as improve customer service. Based in Jacksonville, Fla., AT&T Universal Card Services is the second-largest credit card issuer in the country.

AT&T Universal card executives finished testing Mosaix in September. "In the past, we allocated separate resources to handle inbound and outbound calls," said Linda Salter, a senior manager in customer assistance at AT&T Universal Card Services. "With Mosaix, we monitor the flow of calls. Let's say inbound has priority for a given period of time but the call volume suddenly drops. We can see that drop and respond."

Responding to Shifting Volumes

Ms. Salter said that when call volumes shift, customer service representatives sign on to the system to handle both the inbound and outbound call functions.

"We have a smoother call center operation because it's easier to manage the overall process," she said. "We've improved efficiencies and eliminated scheduling headaches for our managers. The technology is unlocking hidden assets and resources."

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